Neko Health · 2 weeks ago
Customer Care Manager US
United States
Full-time
Remote
Mid, Senior Level
$170K/yr - $185K/yr
3+ years expNeko Health is a Swedish healthcare technology company focused on preventative health and early detection through innovative scanning technology. The Customer Care Manager for the US will lead a high-performing support organization, ensuring targets for service quality and operational excellence are met while fostering a positive team culture.
Artificial Intelligence (AI)Health CareHospital
Responsibilities
Hire, onboard, and develop Team Leads and Agents; set clear expectations and growth paths
Run structured 1:1s, coaching programs, QA calibrations, and performance reviews; upskill Leads to be great coaches
Build a high‑trust, accountable, hospitality‑led team culture where feedback is candid, ownership is clear, and standards are lived daily
Partner with the Head of Customer Support & Hospitality and People Team on capability building, retention, and succession planning
Translate strategy into playbooks, SOPs, and policies that are simple, consistent, and scalable
Define and evolve escalation frameworks (member, clinical, brand/social) to protect trust and speed
Drive continuous improvement: reduce avoidable contact, simplify journeys, and improve first‑time clarity
Manage targets for SLA, response/resolution time, QA, CSAT/NPS (for support interactions), FCR, backlog health, and social responsiveness
Lead weekly/monthly performance reviews; turn insights into clear actions (coaching, workflow changes, macro updates, self‑serve content)
Ensure documentation quality and audit‑ready case notes; uphold data accuracy across systems
Own capacity planning, forecasting, and rota design across channels, locations, and clinic hours
Manage intraday operations with Team Leads: coverage, skilling, queue rebalancing, and rapid adjustments for spikes
Track and improve occupancy, adherence, shrinkage, and schedule effectiveness; protect agent wellbeing while hitting targets
Maximise the value of Zendesk (or equivalent), telephony, SMS, and social moderation tools; develop views, tags, macros, and dashboards that drive action
Partner with Head of Support & Hospitality and Product/Tech to prioritise automation and tooling that improves quality, speed, and consistency
Oversee Help Centre/FAQ strategy and social response guidelines; ensure content reflects member needs and reduces repeat contacts
Act as primary Support counterpart to Clinics, Operations, Product, and Marketing; align on launches, policy changes, and comms
Own high‑impact clinic escalations and brand‑visible social cases; ensure safe movement from public to private channels and full loop‑closure
Share structured Voice of Member insights and complaint themes to inform roadmap and training
Ensure adherence to data handling and privacy expectations across channels; keep SOPs current and followed
Maintain clear incident and escalation paths for time‑sensitive or potentially harmful issues (member, clinical, reputational)
Lead post‑incident reviews and embed learnings into processes and training
Qualification
Required
3–5+ years in customer/member support within high‑touch environments; 2+ years managing Team Leads and/or multiple squads
Proven track record improving multi‑channel operations (email, phone, SMS, social) with measurable gains in SLA, QA, CSAT/NPS, and FCR
Demonstrated success in workforce planning/rotas, intraday management, and scaling teams
Experience handling public‑facing social care, complex escalations, and service recovery (healthcare/wellbeing or similarly sensitive domains a plus)
Inspiring people leader who builds leaders, not just manages; expert in coaching and feedback
Strong operational thinker: comfortable with forecasting, metrics, and dashboards, and turning data into action
Excellent judgement on tone, timing, and privacy — especially in high‑visibility or sensitive scenarios
Deep familiarity with Zendesk (or similar), queue management, tagging, macros, views, and reporting
Member‑first mindset with a hospitality‑led approach; balances speed with care and policy with empathy
Calm, organised, and effective under pressure; communicates clearly and decisively
Experience building QA frameworks, response playbooks, or Help Centre content at scale
Exposure to clinic/field operations or luxury/hospitality‑led service models
Company
Neko Health
Neko Health develops scanning technology for preventive healthcare and early detection.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$325.13MKey Investors
Lightspeed Venture PartnersLakestar
2025-01-22Series B· $260M
2023-07-05Series A· $65.13M
Leadership Team
Hjalmar Nilsonne
Founder & CEO
Recent News
General Catalyst
2026-01-20
2026-01-16
2026-01-07
Company data provided by crunchbase